Customer Success Manager - 8 Month Contract
Syndigo LLC · 🌍 Poland
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About the role
Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at www.syndigo.com . **This is an 8 Month B2B Contracts for candidates located in Poland only** We're looking for a customer-focused, commercially minded Customer Success Manager to join our Customer Success team on a fixed-term basis, covering leave for one of our CSMs from approximately October 2026 to May 2027. This is a temporary assignment covering an existing, established portfolio — you will inherit a mixed book of business of roughly 20% strategic enterprise accounts and 80% mid-market and SMB customers across Ratings & Reviews (UGC) products. The role is ideal for someone who enjoys balancing high-touch strategic engagement with efficient, scalable customer success practices, and who can ramp up quickly on an inherited portfolio with strong handover support from the outgoing CSM and the wider team. You'll help customers achieve measurable business outcomes, drive product adoption, protect retention (team GRR target of 95%), and identify opportunities for growth — managing your portfolio through a combination of one-to-one engagement and digital, one-to-many programmes. HOW WE’LL BE WINNING TOGETHER DAY TO DAY Customer Success & Relationship Management • Take ownership of an inherited portfolio of enterprise, mid-market and SMB customers for the duration of the cover period, maintaining continuity of relationships and momentum built by the outgoing CSM. • Build trusted relationships with key customer stakeholders quickly, adapting your engagement model based on account size and complexity. • Maintain and execute existing Success Plans for strategic customers while driving scaled success initiatives for SMB accounts. • Lead Business Reviews (QBRs/EBRs) for enterprise customers and value reviews where appropriate for commercial accounts. • Proactively monitor customer health in ChurnZero, identify risks, and execute mitigation plans (including formal risk mitigation journeys) before issues impact retention. Adoption & Customer Outcomes • Drive product adoption and ensure customers realise measurable business value across your portfolio. • Analyze usage data, customer engagement and business objectives to identify opportunities to improve adoption. • Deliver onboarding, enablement and customer education through a combination of direct interactions and digital content. • Encourage customers to adopt new features and best practices. Retention & Commercial Growth • Own customer retention and renewal execution across your portfolio, using Salesforce and NetSuite to manage opportunities, quotes and contract renewals in line with team renewal processes. • Identify expansion opportunities and partner with Sales/Account Executives on upsell and cross-sell motions. • Support renewal planning by ensuring customers clearly understand the value delivered, following the team's established renewal playbook and handover documentation. • Promote customer advocacy through case studies, references and participation in customer programmes. Scaled Customer Success • Use health scores, usage signals and customer segmentation (Enterprise / Medium / Small) to prioritise your time effectively across a high-volume book of business. • Maintain a high-quality customer experience across the full portfolio for the duration of the assignment. • Flag opportunities to improve